Final Assessment: Resort Operations Analysis for Mere Golf Resort

This report provides a detailed analysis of the Mere Golf Resort and Spa, focusing on its operations and the potential implementation of a new product: membership cards. The report begins with an overview of the resort, highlighting its facilities and services, including accommodations, spa, and golf amenities. It then proposes the introduction of membership cards to offer discounts and benefits, particularly during the COVID-19 pandemic, and discusses the marketing strategies to promote this new offering. The report covers the staffing needs associated with the new product, including setting goals, analyzing the workforce, and conducting a gap analysis. Furthermore, it explores how the membership card program can provide a competitive advantage over other properties. The report concludes by examining ways to maintain customer relationships and offering recommendations for the continued success of the product. The report covers various elements of resort like restaurant, water parks, hotels and so on.

Resorts operations

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
New product to be implemented which would complement the current product offerings........4
Overview of the current product and service and justification for the new one.........................5
Marketing strategy of product and service to the target market..................................................5
Staffing need for new product.....................................................................................................6
What would give new product a competitive advantage over other properties of destinations
that may or may not be offering.................................................................................................7
Ways in which resort can maintain relationship with customers................................................7
Recommendations for the continued success of the product......................................................8
CONCLUSION................................................................................................................................9
REFERENCES................................................................................................................................9

INTRODUCTION
Resorts operations are defined as all persons and entities which are involved in operations
and maintenance of resort properties and all support facilities. There are various elements of
resort like restaurant, water parks, hotels and so on. It is considered as a part of hospitality and
lodging industry that provide effective facilities to all individuals. Resorts are also of different
types like beach resorts, river, hill stations and many more. The below report is based on Mere
Golf resort and Spa(Kubickova and Neal, 2020). It is located in Knutsford, United Kingdom. It is
one of the top resort that involve various facilities like indoor pool, spa, Golf lessons on site and
many more. The below report involves overview of the resort, implementation of new product ,
overview of current products, marketing strategy, staffing need, competitive advantage, ways to
maintain relationship with customers and recommendations.
MAIN BODY
Overview of the resort
The Mere Golf resort and spa is one of the top resorts in United Kingdom. It is a four star
luxury destination which provides top class bedrooms, Golf services, Spa facilities as well as a
health club. It is a destination which provides beautiful experiences to all consumers through
which they get perfect experiences and moments. In both hotel as well as room, it offers different
facilities. In context with hotel, it provides services like luggage storage, wedding services,
laundry services, 24 hour front desk and many more. In their rooms also consumers gets
effective facilities and good comfort level air conditioning, bathrobes, housekeeping facilities,
free Wi-Fi and so on. The guests also gets spa facilities as the resort provides 7 treatment rooms.
IT offers services like body wraps, facials and so on.
As per the present situation of COVID pandemic they made many changes in terms of
travel requirements, quarantine during the arrival stage and they are only accepting those
bookings which are for emergency contexts. It provides enough space to organise any kind of
event and for this they impress their clients with luxury dining space and banquets. In this
pandemic they enable all safety measures like hand sanitisers, protective equipments worn by
staff members and so on(Żemła, 2021). All guests have got positive experience by visiting the
Mere Golf resort and spa. Every individual wants that they get effective amenities while visiting
any destination so with respect to this they provided it. The resort has now decided to implement
a new product in order to enhance their destination. So, the product which they initiated was the

usage of membership cards through which all tourists gets some special discounts while doing
early bookings and also taking spa facilities.
New product to be implemented which would complement the current product offerings
It was recommended that the Mere Golf resort and Spa should implement a new product
which is membership cards through which all tourists gets special and efficient discounts to all
tourists. With the help of this they should provide free spa facilities to their regular guests. It
should be implemented by resorts because it became very much important for them to attract
guests especially during the phase of pandemic(Nam, Cho and Lee, 2020). In the resort they are
providing top facilities but to advance it more they should use this way of implementing
membership cards which would be improving their efficiency level. An implementation is
required because all guests wants some kind of modifications at each time they visit the resort
and usage of membership cards would be the most efficient one.
Membership cards will be the most beneficial one for guests because it has lot of value
and involves lot of worth. It was recommended that all tourists should get discounts on dining
facilities also as well as if any kind of event they want to organise. People gets influenced very
easily when they get to know about certain discount policies and top class facilities so with the
help of this they would surely visit their resort again. It is been recommended because it is very
much necessary as well as crucial for the organisation. As it is a luxurious resort in United
Kingdom, it is important that they provide best facilities to all their guests so it was required to
implement such new things. It will help not only in enhancing their current products but also
leading their resort in achieving success.
Overview of the current product and service and justification for the new one
In context with the Mere Golf resort and spa, they offers various kind of facilities like
world best dining options, lounge, high quality British classics and best room service. Their
current services were like enabling all staff members to provide room services and also event
collaterals. Their current products and services were like Suite pads which offered and in guest
directory. With the help of this they can directly communicate with the hotel staff members for
whatever service they want to take like spa treatments, Golf activities and so on(Kobus and et.al,
2020). They are also providing services like event campaigns and seasonal menus to guests and
so on. Through this each tourist got attracted and they get the best services which any other
resort were not getting.

As it was recommended that resort should implement the usage of membership cards
through which they provide discounts to all tourists and extra amenities also. It was needed by
resort because different modifications are required in a tourist destination as there are many other
competitive resorts also which offers best services. It is important to enhance current services
which a resort is providing so that each guest gets attracted towards it and visit that place. As per
the new offering which a resort should initiate the main reason behind it was the current COVID
pandemic(Moreno-Gené and et.al, 2020). It is important to involve some creative ideas and
provide effective facilities to all consumers. Due to this pandemic it created a major impact on
tourist destinations so it was needed by them to implement amazing ideas with respect to their
resort. Though the company is providing top class services but at certain point of time it becomes
essential for them to develop current products also and make some enhancement in the services
which they are providing.
Marketing strategy of product and service to the target market
Every organisation sets up a target market for them as which group of customers they
want to basically target. In context with the Mere Golf Resort and Spa, their main target market
was the age group of 25-40 years. As they are the individuals who are mostly interested in
visiting resorts. So, they also implemented a marketing strategy to promote their new offerings.
As the resort is recommended to provide membership cards to all their guests so they had to
implement a new marketing strategy also which will be useful to them.
They established new portfolios in which they gave all the information regarding
membership cards and at the same point of time they use the way of joint ventures. So, they
made a deal with another resort that with the help of new membership cards whatever profits
they will earn the resort would share with them as they just need to offer their guests those cards.
They also gave advertisements in magazines and tourist destination websites as especially new
couples visit such resorts so it was considered as the best marketing strategy for them(Azam and
et.al, 2020). As their target market was mainly young people, couples so it was necessary for
them to chose such marketing strategy which will be beneficial for them. Before visiting any
destination people search on social media and look at reviews so with respect to this they need to
implement a new portfolio on which all important information about products and services
would be given. Another strategy which resort can use is to create an effective and the most

attractive advertisement of all the facilities which they are providing so that people get to know
about other things also in which they are dealing.
Staffing need for new product
The new product of membership cards being offered by the Mere Golf resort and Spa,
there are certain staffing needs which are been followed so in context with the new product it is
further been explained as below:- Set goals and strategy:- Before implementing a new product proper planning has to be
done in context with setting up goals and objectives and ensuring that each staff member
is working towards it(Lin, Chen and Xie, 2020). So, in terms of implementing
membership cards in resort it was needed that all strategies are been met and each
employee has such information. Analyse current people management landscape:- When a plan is been made there are
various tasks been involved while determining staffing needs. All staff members who are
working at present their skills and talents gets analysed and on the basis of that surveys
gets conducted. So, with respect to new offerings all staffing needs and their thinking
about the product was been analysed. Forecast optimal staffing levels:- In this a budget is been set for managing whole
workforce. As each employee pursue different type of skills and talents so with respect to
this it was been identified that in which department they are actually growing. So, with
respect to this it was needed that employees should have creative thinking skills so that
by implementing new services better way of innovation can be initiated and all guests
gets attracted.
 Conduct a gap analysis:- Though needs are satisfied while analysing each employee
skills but at the same point of time there are some employees who don't pursue such skills
due to which a gap gets created(Dannevig and et.al,2020). In the resort also there were
many staff members who were not having such skills to make better use of membership
cards and attract all guests so with respect to this staffing needs were been required.
What would give new product a competitive advantage over other properties of destinations that
may or may not be offering
With the help of new product of implementing membership cards it was very much
beneficial than other properties and led to earn a better competitive advantage. In context with

other properties they were not using such strategy so with respect to this their new product was
very much beneficial for them(Hanzer and et.al, 2020). It will give the new product a better
competitive advantage because all tourists would get easily attracted with the discounts which
they will be getting and additional services also like free spa treatments. There were may
competitors of Mere Golf resort and spa in their specific destination so in context with this it is
necessary for them to indulge into better services and offer good products.
Membership cards would get better competitive advantage because as per the present
situation of COVID pandemic the most affected businesses are tourist destinations. So, it is
important for them to implement new strategies. Even if other properties are giving such
products or not giving their product would get competitive advantage when they will make best
usage of all their creative skills. For a business the most crucial thing is to earn competitive
advantage so membership cards will help them in earning such benefit. All guests gets attracted
to new modifications which are done and with the help of that it becomes easy for resort staff
members to attract people.
Ways in which resort can maintain relationship with customers
There are many ways through which a resort can improve and maintain a effective
relationship with all their customers. So, in context with the Mere Golf resort and spa also many
ways were used which is further been explained as below:-
 The resort can maintain good relationship with all customers by providing them certain
incentives so that they can fulfil tourists expectations with the resort(Ballotta and et.al,
2020). They can give some complementary drinks to guests as it created a good
impression in front of them.
 The organisation can maintain their regular customers and attract new one with the help
of providing them smooth booking facilities. Effective technology and techniques should
be provided to them so that they don't feel any kind of issues which booking rooms.
During their visit till the phase of leaving they can provide them services like key less
entry, self check-ins and many more.
 The resort should focus on post booking communication also. The moment an individual
book their rooms they should get conformation with the help of a follow up email so that
they don't remain in any kind of confusion. The staff members should show full
commitment towards their services so that guests feel that they are been valued.

 As the technology is getting increased day by day, so in order to maintain good
relationship with all guests they should implement in room technology also. The most
impressive way is to enable smart room keys through which all guests can open their
room doors with the help of their mobile phones only. It will create a lasting impression
on all the guests.
Recommendations for the continued success of the product
It is been recommended that as per the phase of COVID pandemic all tourist destinations
should implement new and creative strategies so that tourists gets attracted to the destination and
love to visit that location. When a new product gets implemented each individual gets excited as
what changes are done so with respect to new product of membership cards also it can achieve
success immediately because guests gets excited to get good discounts and complementary
services. It was also been recommended that to achieve success on continuous basis proper usage
of creative skills should be used so that every individual gets impressed that the organisation is
doing something for guests and they feel good. So, in context with the Mere Golf resort and spa
also their new product should be created in such a way that everyone get to know about it and
take such cards.
CONCLUSION
From the above report it is been concluded that tourist destinations has been affected the
most during the pandemic phase so it becomes necessary for organisations to implement new
ways and make certain changes in their company. All new products and services should be done
in creative way so that it creates a long lasting impression on all other guests and they earn a
better competitive advantage over other competitors in their destination only.
REFERENCES
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